People Operations Specialist

Our client is seeking a highly skilled and experienced People Operations Specialist to drive continuous improvement and process optimization within their Shared Services organization. This role combines deep process excellence expertise with strong technical skills in ServiceNow, self-service portal design, and AI chatbot integration. You will lead initiatives to enhance service delivery, drive automation, and enable data-driven decision-making across Shared Services.

Hybrid Role 2 days in the office

What youll be doing

Process Excellence & Continuous Improvement

• Analyze existing workflows and identify opportunities to streamline operations, reduce cycle times, and improve service quality.
• Establish and promote standardized best practices, process governance, and cross-functional collaboration.
• Partner with functional teams (HR, Finance, IT, etc.) to develop and implement best-in-class processes and governance.

ServiceNow Process Management & Automation

• System Configuration: Design, develop, and configure ServiceNow HRSD to automate manual work and optimize workflows specifically for the Shared Services team.
• Portal & AI Integration: Design and develop the self-service portal and lead the integration of AI-powered chatbots to facilitate case routing, knowledge retrieval, and agent support.
• Workflow Analytics: Analyze and build ServiceNow process workflows, dashboards, and performance analytics to track KPIs and improve service levels.
• Ensure ServiceNow internal process documentation is up to date and aligned with business needs.

Technical Troubleshooting & Partnership

• Issue Resolution & System Support: Troubleshoot complex issues reported by stakeholders and end users to ensure seamless service delivery.
• TDI Collaboration on Enhancements: Partner closely with the TDI (Technology, Data & Information) team to identify, track, and resolve system bugs and technical blockers.
• End-to-End Rollout Management: Support the rollout of new system enhancements by leading User Acceptance Testing (UAT) and providing dedicated hypercare support to ensure post-launch stability.

Stakeholder Collaboration & Change Management

• Engage with business stakeholders to define requirements for digital self-service capabilities and enhanced customer experiences.
• Drive adoption of new tools and processes through effective change management, training, and communication strategies.
• Act as a liaison between Shared Services, IT, and external vendors for ServiceNow and chatbot enhancements.

Governance, Compliance & Knowledge Management

• Ensure all process and service documentation is maintained and aligned with compliance requirements.
• Champion knowledge management by enabling content curation, lifecycle management, and chatbot integration for easy access to FAQs and SOPs.

Experience:

• 4+ years of experience in Shared Services, Process Improvement, or Business Operations, with at least 2 years in a leadership or senior specialist role (or 4+ years with a Masters degree).

Technical Skills:

• Deep hands-on experience with ServiceNow (e.g., HRSD, ITSM), including portal design, workflow configuration, and knowledge management.
• Demonstrated experience in designing AI-powered self-service portals and integrating chatbots (e.g., ServiceNow Virtual Agent or third-party tools).
• Familiarity with natural language processing (NLP) concepts and chatbot training methodologies.
• Proficiency in data visualization and reporting tools such as ServiceNow Performance Analytics.

Soft Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• High degree of organizational acumen.

Key Competencies

• Strategic and Operational Thinking
• Process Optimization & Automation
• Change Leadership
• Data-Driven Decision Making
• Cross-Functional Collaboration